I have about 30 SonicWALL's deployed at my current gig.
#Dell sonicwall netextender service is not responding update#
If they are going to ask me to update the firmware, it should be because my version is either very old with end of support already announced, or because there is a known issue that has been fixed and documentation can be provided. In my opinion, good customer service is when they support more than just the latest version of firmware, keep a detailed history of changes to firmware, and have a live and ACTIVE KB/bug tracking system. they kind just go "uhhhh." as if there is no real process for doing these things, or the support personnel typically avoids it because it is too much work or something.
I ask them if they will be submitting a bug report because they haven't found any existing bug reports. They can't tell me if an issue is fixed in the new firmware version. They don't seem to have a good bug tracking system. I ask if this is a known issue, they act like its not something they can check easily. I manage a company with a LOT of sites, so the RED boVPN solution makes WG's "drag and drop" VPN laughable in comparison.Įvery time I look up Watchguard out of nostalgia, I just don't see anything there that lights my fire.ĩ times out of 10 when I call for support, they check my config, verify the config is correct, and tell me to reboot/upgrade the firmware. Also have heard a lot of stories of bad support (though I appreciate the anecdotal nature of internet stories).įrankly, I've found a product that works insanely well for me and have stuck with it (Astaro UTM, now Sophos). They're kinda like Cisco in that sense (lost their industry lust, stuck in 2004-2008), but WG doesn't have the massive market and loyalty Cisco does (nor the stability in most their products, I can deploy a Cisco ASA or 1900 router and know it will sit there forever and do its job).Īnd then on the support side, the few times I've needed them they haven't been great (barely acknowledging issues, 'maybe' they'll fix it in the next patch). Then I started to use other products and in comparison I think WG just lost it's edge. To be flat-out honest, I haven't used them personally in a while (used to be a massive WG fan around 2003-2007).
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